Delivery & Returns Policy

We hope you’ll be satisfied with our products but in the unlikely event you’re not, you can return any item as long as the protective sticker has not been removed. Return it to us in the same condition you received it for an exchange or refund, within our returns period shown below. There are some exceptions so please see below for items that cannot be returned.

Delivery

We send out orders at the following times:

Orders placed before 12noon - Sent out the same day via Royal Mail 48 Hour Tracked. You will be emailed a tracking number to monitor the status of your delivery.

Orders placed after 12noon - Sent out the following day via Royal Mail 48 Hour Tracked. You will be emailed a tracking number to monitor the status of your delivery.

Cancelling Orders

You can cancel an order prior to dispatch from our warehouse and you will not be charged postage. You can do this by emailing us at: info@giggleknickers.com 

Please note that our warehouse dispatches orders daily by 2pm. 

If you have placed an order by 12noon, your order will be dispatched by 2pm the same day. If you have placed an order after 12noon, your order will be dispatched by 2pm the following day.

Once the order has left the warehouse the item(s) must be returned through the return process and the delivery charge will not be refunded. Customers are responsible for covering the cost of return postage.

Refunds & Exchanges

Your legal rights:

You have 14 days, including the day of receipt of your goods, to change your mind, whether that be a refund and/ or exchange. This is called the “cooling-off period”. 

IMPORTANT: You must notify us WITHIN these 14 days if you wish to return/ exchange an item(s). After these 14 days, we are no longer obligated to accept returns or exchanges.

You can do this by emailing us at: info@giggleknickers.com 

You have a further 14 days in which to return the goods for a refund and/ or exchange. 

IMPORTANT: Returned goods must reach us by day 28 from the date of receipt of the goods. After day 28, we are no longer obligated to accept returns or exchanges.

For example, you receive your GK order on the 1st of August. You have up to and including the 14th of August in which to notify us of your intention to return/ exchange your GK order. You must ensure that your returned items reach our warehouse by the 28th of August. If it will take 3 days to reach our warehouse, you should send your return/ exchange by the 25th August.

Please allow for anything which might affect your return getting back to us, e.g. extreme weather or disruption to postal services/ airlines.

NB: The 14-day cooling-off period includes weekends and public holidays. If the deadline for return/ exchange falls on a weekend or a holiday, you typically have until the next business day. For example, if the cooling-off period ends on a Saturday, you still have until Monday.

Please ensure you take reasonable care of any items you’re returning, as we may not be able to issue you a refund if the value of an item is diminished by something you’ve done (e.g. wear, marks, etc.). When trying on items please avoid make up or lotions coming into contact with them. Please also make sure that knickers are tried on over your own underwear, as we may refuse returns where it’s obvious this hasn’t been done. Do not remove the protective gusset cover.

Your statutory rights are unaffected. 

Refunds

Refunds are credited back to the card used to pay for the order.

If your card has expired, you’ll need to provide the new expiry date before a refund can be processed.

We’ll send an email to let you know your refund has been submitted. Please allow up to five working days for your card issuer to process the credit to your account.

Please note delivery charges won’t be refunded unless the goods were faulty. See Delivery Charges

Exchanges

Please allow up to seven working days after we confirm receipt for your return to be processed. 

Unfortunately we can’t guarantee that replacement items requested on your return form will still be available or still be on sale or promotion by the time the return is processed. Replacement items will be exchanged at the live price on the date that the exchange is processed. Your credit card will be debited/ credited accordingly. Replacement items will be automatically sent using free standard shipping. 

Faulty Goods

Your legal rights:

Short-Term Right to Reject (within 30 days):

• If a product is faulty, not of satisfactory quality, or not fit for purpose (for example, we sold you period underwear instead of incontinence underwear), you have the right to reject it and receive a full refund within the first 30 days. 

• This is known as the "short-term right to reject". 

• You need to inform us about the fault and your decision to reject the goods within this 30-day period. Email us at: info@giggleknickers.com 

Replacement (within six months):

• After the initial 30 days, you can still ask us to replace the faulty item within six months of purchase. 

• GK is responsible for the cost of the replacement. 

• If the replacement is unsuccessful, you can then request a refund or further price reduction. 

Longer-Term Rights (up to six years):

• You have the right to pursue legal action against us for up to six years (five years in Scotland) if the goods are faulty, even after the initial six-month period. 

• However, after the first six months, you will usually need to prove that the fault was present at the time of purchase. 

If you’d like replacement items costing more than the returned items, you will need to pay any difference – just add a note on your return form that you’d like to do this. We advise you not to write payment information on the return form, as it’s not secure. Once we’ve confirmed receipt of your return, please reply to us at info@giggleknickers.com with your telephone number and we shall call you back for your card details for the extra payment.

Items Received As Gifts

Items received as a gift can be returned, however refunds can only be sent to the original payment card. Please be aware that the person who bought the items will automatically get an email about any returns, refunds or replacements.

If you’d like replacement items costing more than the returned items, please make sure you have the cardholder’s permission before requesting these from us. Alternatively, you can pay any difference with your own card – add a note on your return form that you’d like to do this. We advise you not to write payment information on the return form, as it’s not secure. Once we’ve confirmed receipt of your return, please reply to us at info@giggleknickers.com with your telephone number and we shall call you back for your card details for the extra payment.

Delivery Charges

We do not offer refunds for delivery charges on orders returned to us as a result of the 14 day “cooling-off period”.

The customer is responsible for covering the cost of postage when returning items as a result of the 14 day “cooling-off period”.

We offer refunds on delivery charges and return postage costs once goods have been proven to be faulty. 

Discount Offers

Refunds and/ or exchanges will be given at the live price on the date that the refund/ exchange is processed. Your credit card will be debited/ credited accordingly.

We do not offer refunds or exchanges for items bought during a full price period which are intended to then be bought back/ exchanged at a discounted price during a promotional period.

Items Which Can Not Be Returned

Most items can be returned for a refund or exchange if you change your mind, with the following exceptions:

• Gift e-cards are non-refundable.

• Knickers that have had the gusset sticker removed for any reason will not be accepted as a return. It is noticeable when a gusset sticker has been removed, even when done in error, and reapplication has been attempted so please take care when removing the knickers from any packaging and/ or trying them on over your own underwear.

• Delivery charges won’t be refunded unless the goods are deemed to be faulty.

How to Return Goods

Please check that any items you’re returning meet our returns policy. Your return needs to reach us within 28 days of receipt. 

Please re-use the packaging we shipped the goods in where possible, but if it’s not possible use any suitable packaging to sufficiently protect the items in transit. Ensure you cover up the original delivery address, so the parcel doesn’t mistakenly get delivered back to you.

We recommend you get proof of postage of your return and retain until you’ve received your refund or replacement.

We will email you to let you know your return has arrived.

Return Address

Post to:

Giggle Knickers Ltd
C/o Tass Enterprise Ltd
Unit 21 Merchant Drive
Mead Lane
Hertford
SG13 7AY

IMPORTANT: Using the enclosed returns card lets us know who they are from and if you would like a refund or exchange. Without that information all we have is a pair of knickers in a box and no idea who sent them. 

Return Email

info@giggleknickers.com

Subject line options: 

• Refund 

• Exchange

• Faulty

• Cancel Order

Include your order number, FULL delivery address, mobile number, name and email and details of what you would like refunded/ exchanged/ faulty/ cancelled. 

Processing Returns

We’ll automatically send emails to the email address provided when the order was placed (even if you subsequently change the email on your account) to keep you updated on the status of your return.

Once we’ve received your returned item(s) please allow up to seven working days for us to process according to your request and our returns policy criteria.

If no return instructions are enclosed, we’ll refund you for the returned items if they meet our returns policy criteria.

Please allow for anything which might affect your return getting back to us, e.g. extreme weather or disruption to postal services/airlines.